Broadband Speed Related FAQs

FUP is a policy that governs unfair usage of the network by utilizing excessive network resources causing inconvenience to other customers on the network. In such a situation, systems restrict the user to certain speed of bandwidth to minimize such abuse and alert the administrator. Fair Usage limits are defined basing on the average of maximum utilization by highest bandwidth users on the network. Once the user has reached the fair usage download limit, the account will be restricted to a bandwidth that is lesser than the subscribed bandwidth. However, the same will be reset to the subscribed bandwidth on every 1st of a Month or at the start of your next billing cycle.

You can check your data usage, plan details, account details and even manage your account on your ACT Fibernet mobile app.

1. Download the ACT Fibernet app from Play Store and log in to your ACT Fibernet app.

2. Click on ‘home’ from the top menu bar.

3. You can view the data available on your internet plan and the consumption made till date.

4. In case you’ve exhausted the data limit as per your plan, you can purchase additional data with FlexyBytes+ offered by ACT Fibernet via the Shop option on the app

(Note – A session which starts before 11:59 PM on the last day of a given month and ends on the next day, is considered in the usage of the day when the sessions which have started. However for billing purposes, the live usage in your session as at 12:00AM on the last day of the month is considered for the billing of this particular month). We currently display your usage records along with the Session start and end time, IP address allocated for a particular session and also the MAC ID of the PC/Laptop/Router from which you may have logged in

To check how much speed you are getting, use the My Wi-fi Settings options on the ACT Fibernet app and click on speed test.

For your actual plan speed, Please check your speed by plugging in the LAN (Ethernet Cable) directly in your laptop/desktop. The speed may vary 5% to 10% every time you perform a speed test.

Below are a few reasons for low speed:

• You may not have cleared the dues and your account is in suspended mode.
• You may have crossed your data limit.
• High bandwidth consuming applications like torrent could be running.
• You may have exceeded the storage space in your device.
• You may not have cleared your temporary & cache files.
• Your device may be affected by virus.
• Your Wi-Fi signals are affected by obstructions like concrete walls or RF electronic equipment like TV, microwave, etc.
• Your device may not be compatible with the current router.
• Your router is at a distant place.

If you think you are not getting your plan speed even after checking all of the above, please raise a ticket via the ACT App and we will help you resolve the same.

To check how much speed you are getting, use the My Wi-fi Settings options on the ACT Fibernet app and click on speed test.

To check your actual speed, please disconnect your Wi-Fi and plug in your Ethernet cable from the router device directly to your laptop/desktop. After this, Go to any internet browser and type www.speedtest.net. Select the test server hosted by ACT Fibernet to know your upload and download speed.

Each package has been with designed with average data transfer levels, so that most typical users will never cross these levels of data consumption. In a situation, where a user has utilized and consumed the Fair Usage Data Limit in a particular billing cycle, the speed of this user will be reduced to the post FUP speed for the remainder of the billing cycle. The post FUP speed for different packages has been designed to ensure a good usage and download experience at reasonable speeds for the remainder of the billing cycle.

Note - At the beginning of every billing cycle, the speed will be automatically reset and increased to the speed as per Subscribed Package.

There are certain things that you should check first

Is your PC meeting the recommended requirements?

• Processor Intel P IV 2Ghz or more;
• RAM 256 MB or more;
• HDD 40 GB or more;
• OS Windows 2000/XP/Vista etc;
• Browser IE/Firefox/Other;
• LAN Card 10/100 baseT
• Is your PC performing some heavy-duty activity like backup, virus scan etc?
• Is there sufficient Hard disk space?
• Is the Temporary internet File folder size too big?
• Is any running application consuming maximum memory? Check in Windows Task Manager by clicking on Processes tab
• Check CPU usage in Windows Task Manager by clicking on Performance tab

We always endeavour to provide 100% of the promised speed to our subscribers, but we cannot control the speed and connectivity quality of the countless websites and files available across the internet. What we can control is the speed of connectivity between your computer and the ACT Internet Gateway, thereby ensuring that you get the maximum possible speed under your subscribed package. You can test this via our online speed test by clicking on this link.

In case the speed test shows a speed which is less than 80% of your subscribed package speed, then please email us on support@acttv.in (please mention your username, account number, email address and mobile number) and we will look into the same. (Note: 1 Kilo Byte = 8 Kilo Bits. Downloads happen in Bytes/second but Internet Package Speeds are in Bits/second, so if you are downloading a file at 10 kilo bytes/second, then your internet connection speed is 10 x 8 i.e. 80 Kbps)

Your Wi-Fi router is a wireless equipment which is susceptible to physical and aerial interferences and hence may not be capable of delivering the speed that you have actually subscribed for.

Several factors will affect the speed you receive from your WiFi router, like

• Distance from the router

• Interference sources (cordless phones, mobiles, microwaves, other Wifi routers in your neighborhood)

• Walls/Floors between you and the Wifi router

To check how much speed you are getting, use the My Wi-fi Settings options on the ACT Fibernet app and click on speed test.

To check your actual speed please disconnect the Wi-Fi Router, plug-in the LAN Wire (Ethernet Cable) directly into your laptop or desktop and run a speed test using https://www.speedtest.net/

If you think you are not getting your plan speed even after checking all of the above, please raise a ticket via the ACT App and we will help you resolve the same.

When you connect devices like Smart Phone, Tablet, Laptop and Smart TV to a single Wi-Fi Router, the data consumption significantly increases which impacts the speed.

Make sure you turn off the Wi-Fi on your device when not in use as most apps and websites keep consuming data even when you are not using them.

You can check your data usage, plan details, account details and even manage your account on your ACT Fibernet mobile app.

• Download the ACT Fibernet app from Play Store and log in to your ACT Fibernet app.
• Click on ‘home’ from the top menu bar.
• You can view the data available on your internet plan and the consumption made till date
• In case you’ve exhausted the data limit as per your plan, you can purchase additional data with FlexyBytes+ offered by ACT Fibernet via the Shop option on the app

(Note – A session which starts before 11:59 PM on the last day of a given month and ends on the next day, is considered in the usage of the day when the sessions which have started. However for billing purposes, the live usage in your session as at 12:00AM on the last day of the month is considered for the billing of this particular month). We currently display your usage records along with the Session start and end time, IP address allocated for a particular session and also the MAC ID of the PC/Laptop/Router from which you may have logged in

If the usage on my account is incorrect,

The usage information provided to you on the My Account Page of selfcare.actcorp.in, is accurate to the last kilobyte. This usage is captured and displayed by the world's most advanced equipment from leading vendors and has been tested and certified by competent authorities. If you still feel there is an incorrect usage mapped to your account, please raise a ticket via the Support section on the app.

Connect the LAN Cable directly to the computer and perform the speed test using the test server hosted by ACT Fibernet. If the result indicates more than 20% deviation in speed compared to your plan, you can conclude that you are not getting the subscribed speed.

You may please register your grievance with us at +919121212121. You can also raise a slow speed ticket via the support section on the app or the chatbot on our website.

The usage information provided to you on the My Account Page of selfcare.actcorp.in, is accurate to the last kilobyte. This usage is captured and displayed by the world's most advanced equipment from leading vendors and hes been tested and certified by competent authorities. There is no scope for an error. Your usage could be higher for various reasons like

Unknown to you there are many programs which are constantly connecting to the internet and downloading update files. Even Microsoft Windows keeps updating itself periodically. This obviously adds to your download data consumption.

If there is a virus on your computer, there may be upload / download activities going on outside your knowledge. We suggest you keep your virus protection updated and regularly scan your computer for viruses. We suggest that you download the AV that we provide to you free of cost. More details are available on the "My Account" page.

We also recommend that you periodically change your password with a difficult to guess, alpha numeric password, and keep it a secret so as to ensure there is no misuse of your account.

Following could be the reasons for you experiencing slow speed:

• You may not have cleared your ACT Fibernet dues and hence your connection may be in suspended mode – Please check for any pending dues and clear the same to experience normal connectivity
• You may have crossed your Data Limit (FUP) and you may be on post-FUP speed as per the subscribed plan – Purchase flexybytes from the ACT App to browse at desired speeds. Read more about Flexybytes here https://www.actcorp.in/faq/flexybytes
• High-bandwidth consuming applications like torrents could be running simultaneously – Check for any such applications running in the background and try pausing to see if speed for other usage goes back to normal
• You may have exceeded the storage space on your device – Please check your storage used and try clearing some to create space
• You may not have cleared your temporary and cache files – Clear your cache from your browser settings
• Your device may be affected by virus – Please get your device checked for any viruses that may be affecting device performance
• Your Wi-Fi signals are getting obstructed by concrete walls or radio frequencies of electronic equipment like T.V., Microwave etc – Use the Wi-Fi analyzer on the ACT App to understand what is the best position to place your router for an uninterrupted browsing experience
• Your device may not be compatible with the Wi-Router you are using – Please check for router compatibility in your device specifications
• Your Wi-Fi Router may be placed in a distant corner of your house and the distance between the router and your device may be too much for the signals to travel without any data loss - Use the Wi-Fi analyzer on the ACT App to understand what is the best position to place your router for an uninterrupted browsing experience

• For deleting the temporary files:

Go to Run and type %temp%. Select all the files and delete them

• For deleting the browser history and cookies:

Go to browser history. Select all the links and delete them

While the ACT packages have been designed to give unlimited Fibernet experience to the subscribers, few customers may use excessive amount of the data transfer, causing traffic congestion on the network. In order not to impair the experience of other users, a Fair Usage Policy is applied. This helps to give the desired Internet usage experience to all users, especially since Fibernet is a shared bandwidth experience and the over-usage of a group of customers must not affect the rest of the users.